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SYEP: Stuck On Loading Page at Login

“After I sign in I get stuck on a loading page that never ends!” Does this sound like you? Read this article to find out why this happens and what you can do to fix it.

 

Screenshot 2025-07-08 at 6.06.51 PM

Why does this happen?

This error occurs when a user tries to sign in using a different login method or credentials than what we have on file. It typically shows up in two situations: during a user's first login or when a returning user accidentally switches login methods.


First-Time Logging In

If this is your first time logging in you may be using a different email address from what we have on file for you. 

  1. Check which email is connected to your YEPS Participant Site account. 
  2. If it is different from the email address you are using to login, login with the NYC.ID account associated with the email in your YEPS account.

If you are unable to return to the NYC.ID login page, click here to force an NYC.ID logout before returning to the Hats & Ladders app to login.



Returning User

Have you been able to login successfully already this year? If so, your recent log in attempt most likely used a different login method or different login credentials.

  1. Make sure you're using the correct login method. See our article about logging in for more information.
  2. Use the same credentials you used the first time you logged in.

If you are unable to return to the NYC.ID login page, click here to force an NYC.ID logout before returning to the Hats & Ladders app to login.

If you still are unable to get past the loading screen. Please submit a Help Desk ticket and be sure to include the following information.

  • What is your Application ID?
  • What email used to apply to SYEP?
  • Is this your first time logging in or have you already been able to access your account?